FAQS
How should I request services from FMS?
PLEASE NOTE: All service requests, except emergency and urgent requests, should be made online by clicking here.

Otherwise, contact the Customer Resource Center for your appropriate campus:

University Park Campus  (UPC) (213) 740-6833
Health Sciences Campus (HSC) (323) 224-7001

How are calls to the Customer Resource Center Prioritized?

In order to process the numerous work requests received at the FMS Customer Resource Center (CRC) each day, all requests are assigned a priority code and placed in a queue according to the urgency of all requests across campus at any given time. Requests for service are then delegated to the appropriate FMS service unit or shop.

Priority 1 - Emergency

Immediate response. Emergencies requiring FMS service can vary by building. Our emergency response activities aim to protect human and animal life, and to stop (or significantly reduce) any immediate damage to facilities.  Examples include: flooding; steam leak; broken elevator; sudden structural failure; and other interruptions that adversely affect human life or critical building equipment and campus locations. (See a more extensive list below.)

NOTE: In the event of an FMS-related emergency service request, CRC should be called directly and a representative will maintain continual contact with the customer.

Priority 2 - Urgent

Response within 8 hour shift.   Urgent work requests require rapid response as potentially hazardous conditions arise. Examples include: clogged drain, glass window boarding, door or window cannot be secured or unlocked, re-key of student housing, or large broken branch.  (See a more extensive list below.)

Priority 3 - Routine

Scheduled within 72 hours - completed within 3 days. Routine work is work that is not urgent or an emergency and therefore can be scheduled work (i.e., contained faucet leaks, light bulb out in office, pest control, office/room temperature issues, re-key requests). (See a more extensive list below.)

Priority 4 - Scheduled

Estimates – Customers who submit an online request for a project estimate will be contacted within 72 hours to schedule work.

Hardware issues – Equipment on backorder may take between 4-8 weeks.

Why do some FMS workers fulfill additional requests on-site and others say they cannot?

Zone Maintenance Technicians operate on a “find it, fix it” approach. They visit buildings on a regular basis and their work is usually not scheduled. Zone Maintenance Technicians may perform an additional task while working on something else in your area, as long as it is within their skill set.

The work of all other FMS non-Zone Maintenance technicians and tradespersons is scheduled based on customer service requests. A request for non-Zone Maintenance technicians to perform any additional un-scheduled on-site service will delay their remaining scheduled work and, therefore, must be declined. 

What is a Work Order (WO)?

A Work Order is an approved request for services performed by FMS, and all costs (labor, material, invoices, and/or utilities) are charged or linked to a Work Order.

What is a Standing Work Order (SWO)?

A Standing Work Order is a pre-approved request for services to be performed by FMS, usually for ongoing routine maintenance. Most campus buildings have standing work orders for routine maintenance charges.

What are “billable” services?

Any activities outside the scope of routine maintenance are “billable” services and are charged directly to the requesting department through a requisition. Examples of billable services include paint color changes, carpet changes before the life cycle schedule, hanging pictures or boards, securing file cabinets, keyboards, display or cabinet locks, and re-key requests. The CRC can assist you with determining which services are billable and how to partner with your building manager to request billable services.

Which services are not directly billed to the customer?

Public areas maintained by FMS (including restrooms, classrooms, corridors, lobbies, and other areas that are not designated to a specific department) are not directly billed to customers. Routine office maintenance (including custodial services, temperature comfort control, repairing/replacement of lights, ceiling tiles, cove bases, switches and outlets) are also not directly billed to customers.

Who performs construction/renovation projects, Facilities Management Services or (CCD)?

Typically, projects are performed by CCD. However, if a project involves only one trade, i.e. painting or electrical, it may be handled by FMS. During the planning and estimating stages a determination will be made about which department will receive the project. To begin this process, REQUEST SERVICE here

Can I coordinate my own paint and carpet work?

A school, department, or division can directly manage their own paint or carpet project if it requires single trade painting or carpeting at $25,000 or less.  The USC Capital Construction and Facilities Purchasing Team competitively prices carpet and paint jobs on a unit price basis from numerous vendors who typically do business with the university.

For more information on the paint and carpet policy, procedures, and pricing, please visit the Capital Construction Development webpage or call 213-740-1638. 

What is FAMIS?

FAMIS is a software program used by FMS to manage its work processes including corrective maintenance, planned maintenance, parts inventory, time and attendance, and cost accounting. The system automates the entire maintenance process from work identification to work completion allowing FMS to track and analyze labor, material and costs, and provide cost accounting to campus clients.

What is Preventive Maintenance?

Preventive Maintenance is the scheduled, periodic inspection, adjustment, minor repair, or lubrication necessary to minimize potential breakdowns of building equipment, and maximize the efficiency and productivity of our campus utility systems.

What is Planned Maintenance?

Planned maintenance is the upkeep of property, machinery, and facilities, including buildings, utility systems, roads, and grounds. Planned maintenance is usually characterized by its routine or recurring nature. Its purpose is to keep facilities functional.

What is Deferred Maintenance?

Deferred maintenance is work that is deferred to a future budget cycle, or postponed until funds are available.